incident

[Ramesh_143]

How do I calculate and track SLAs accurately for incident tickets?

[Aditya02 · Accepted solution]

Hi @Ramesh_143 ,

Follow these steps so that you can able to achieve what you want to perform

• Define SLAs: Create specific SLAs with response and resolution times.
• Assign SLAs: Automatically or manually assign SLAs to incidents.
• Monitor SLAs: Track progress and identify breaches.
• Analyze Performance: Review SLAs to improve processes

To Monitor SLA Progress These things to be done properly:

• SLA Timer: ServiceNow displays an SLA timer on the incident form, indicating the remaining time until the SLA deadline.  
• SLA Breaches: If an SLA is breached, ServiceNow will notify relevant stakeholders and highlight the incident in reports and dashboards.
• Reports and Dashboards: Use ServiceNow's built-in reporting and dashboard capabilities to track SLA performance over time.

"If you found my answer helpful, please give it a like and mark it as the accepted solution. It helps others find the solution more easily and supports the community!"

Thanks & Regards,
Aditya

[VishaalRanS · Accepted solution]

Hi @Ramesh_143 

To calculate and track SLAs (Service Level Agreements) accurately for incident tickets in ServiceNow, follow these steps:

• Define SLA Conditions: Go to Service Level Management and define the conditions for your SLAs. This includes setting up the start, pause, and stop conditions for the SLA timer.
• Create SLA Definitions: Navigate to SLA Definitions and create new SLA definitions. Specify the target time, conditions, and workflow.
• Attach SLAs to Incident Records: Ensure that your incident records have the appropriate SLA definitions attached. This can be done automatically based on the conditions you set.
• Monitor SLA Progress: Use the SLA Management Dashboard to monitor the progress of your SLAs. This dashboard provides a comprehensive view of all active SLAs, their statuses, and any potential breaches.
• Track Elapsed Time: Understand the difference between Actual Elapsed Time and Business Elapsed Time. Use the Run SLA Calculation button on the task SLA form to get the latest elapsed times.
• Notifications and Escalations: Set up notifications and escalations to alert relevant stakeholders when an SLA is about to breach. This helps in proactive management of SLAs.
• Regular Reviews: Regularly review SLA performance and adjust the definitions as needed to ensure they align with your business goals and service delivery standards.

Thanks, and Regards

Vishaal

Please mark this response as correct or helpful if it assisted you with your question.

[Anantha27 · Accepted solution]

Hi @Ramesh_143 

When opening an incident, we can make sure that the ServiceNow displays an SLA timer on the incident form, indicating the remaining time until the SLA deadline. in this way we can calculate SLAs accurately.

Thank you.

[Sai Krishna6147 · Accepted solution]

Hi @Ramesh_143  ,

SLA (service level Agreement) we can follow this step

1)Firstly Define SLA definition (Response and Resolution) for incident tickets

2)Set up start, pause, stop and Cancel conditions

3) then SLAs are automatically tracked incident

Refer : Product Documentation | ServiceNow

Accept and hit Helpful if it helps.

Thank you,
Venkata Sai Krishna

[Manikanta Kota · Accepted solution]

Hi @Ramesh_143 ,

Calculation of breach time and original breach time in SLA - Support and Troubleshooting (servicenow... refer this may useful.

Should my answer prove to be helpful, kindly mark it as such by clicking "Accept as Solution" and "Helpful."

Regards,

Manikanta. Kota

[mahesh009 · Accepted solution]

Hi @Ramesh_143 

1. Set Service Level Agreements (SLAs):

• Decide how quickly you need to respond to and resolve incidents.
• Create specific rules (SLAs) for different types of incidents.

2. Apply SLAs to Incidents:

• Automatically or manually assign the correct SLA to each incident.

3. Track SLA Performance:

• Use ServiceNow to see how well you're meeting your SLA goals.
• Get alerts when SLAs are at risk or broken.

4. Improve Processes:

• Analyze SLA data to find ways to work faster and better.

[Sandeep Rajput]

@Ramesh_143 

To calculate and track SLAs (Service Level Agreements) accurately for incident tickets in ServiceNow, follow these steps using the built-in Service Level Management (SLM) features. Here's how to set up and manage SLAs effectively:

### 1. **Define SLA Conditions and Goals**
- **Create an SLA Definition**:
- Navigate to **Service Level Management > SLA Definitions**.
- Create a new SLA definition for incidents.
- Set the conditions for when the SLA should start, pause, and stop. For example:
- **Start Condition**: When an incident moves to a specific state, such as "In Progress."
- **Stop Condition**: When an incident is marked as "Resolved" or "Closed."
- **Pause Condition**: If the incident is on hold or waiting for customer input.

- **Set the SLA Targets**: Define the target time (response or resolution time) based on incident priority, such as:
- Priority 1: 1 hour response, 4 hours resolution.
- Priority 2: 2 hours response, 8 hours resolution.

### 2. **Use SLA Policies for Different Scenarios**
- SLA policies can be applied to handle different situations or priority levels.
- For example, you might have one set of SLAs for critical incidents and another for lower-priority ones.
- Navigate to **Service Level Management > SLA Policies** to create and apply these policies.

### 3. **Attach SLAs to Incident Tickets**
- SLAs are automatically applied to incidents based on the SLA definition rules.
- When a new incident ticket meets the conditions of an SLA (e.g., incident priority and category), the system attaches the corresponding SLA.
- The SLA can be viewed in the **Task SLA** related list on the incident form, showing the progress, start time, pause time (if applicable), and whether the SLA is met.

### 4. **Monitor and Track SLAs**
- **SLA Progress Tracking**:
- On each incident ticket, you can track the progress of the SLA in real-time.
- SLAs are represented with color indicators (e.g., green for "In Progress," red for "Breached").
- ServiceNow automatically tracks and updates the SLA status as the incident progresses.

- **SLA Breakdown**:
- The **Task SLA** table (under **Service Level Management > Task SLAs**) provides detailed tracking for each SLA applied to an incident. It includes:
- Start and stop times
- SLA duration
- Remaining time
- Time left until breach
- Actual SLA outcome (met, breached)

### 5. **SLA Pausing and Resetting**
- You can configure conditions to pause SLAs if an incident enters certain states like "On Hold" or "Awaiting Customer."
- Navigate to the SLA definition and configure the **Pause Condition** to ensure the SLA timer stops during these states.

- **SLA Reset**: If an incident is reopened after being closed, you may need to reset the SLA timer or define a new SLA. You can configure reset rules as part of the SLA definition.

### 6. **Use SLA Notifications and Escalations**
- Set up **SLA notifications** to alert responsible teams when an SLA is about to breach.
- Configure **Escalation Rules** to automatically escalate the ticket to higher management if the SLA is nearing breach or already breached.
- You can configure escalation rules in **Service Level Management > SLA Escalation** or set up workflows to trigger specific actions.

### 7. **SLA Dashboards and Reporting**
- Use the built-in SLA dashboards and reports to track performance.
- Navigate to **Reports > SLA Reports** or **Service Level Management > SLA Performance** to generate SLA reports and visualize:
- SLA success rates
- Breached SLAs
- Average resolution times by priority
- SLA compliance over time

- Create custom **Performance Analytics** widgets and dashboards to get real-time insights into SLA performance.

### 8. **Business Duration and Calendar Management**
- Configure **Business Time and Calendars**: ServiceNow allows you to calculate SLA timers based on business hours rather than real-time. To do this:
- Navigate to **System Scheduler > Schedules** and define business hours.
- Apply the schedule to the SLA definition so that the SLA only counts time within business hours.

- This ensures that weekends, holidays, or after-hours don't negatively affect SLA calculations.

### 9. **Testing and Validating SLA Configurations**
- After configuring SLAs, it’s important to **test** various incident scenarios (e.g., different priorities or on-hold states) to ensure the SLAs behave as expected.
- Use the **Task SLA** table to view SLA records attached to incidents and validate the start/stop/pause times.

By following these steps, you'll ensure that your incident SLAs are calculated and tracked accurately in ServiceNow. The system's automation features for applying SLAs, escalation rules, and tracking breach times make managing SLAs efficient and reliable.